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Computer Telephony Integration and Voice Over IP

Client Type: Small Telemarketing Company.

Project Overview: Optimize overall telephone sales process, increase sales and present a more professional company image.

Problems:

  • Inefficient means of collecting and reporting sales agent call statistics.
  • Paying a full time salary for a receptionist who does not stay busy.
  • Sales agents are missing critical sales calls when doing out side sales.
  • Need to establish inexpensive data and voice communications to new remote branch office.

Solutions:

    Implemented TeleVantage NT Server based PBX systems in main and branch office which provides:

  • Call log with custom statistical reporting.
  • Windows and Web interfaces for simplified visual identification of incoming calls, voicemails and call control.
  • E-mail and pager notification of unlimited voice mails.
  • Automated outbound calling through contact databases and Personal Information Managers.
  • Automatic incoming call routing to agent’s mobile or home phone.
  • Call supervision, recording and screening.
  • Unified main and branch office PBX systems utilizing the Internet and Voice over IP technology.
  • Multiple auto-attendants for variable company hours and automated call routing.

Results:

  • 50% cost reduction over traditional phone system with the same features.
  • 200% reduction in sales manger reporting and agent supervision time.
  • 75% increase in sales agent phone time resulting from reductions in missed calls and automated outbound calling
  • Eliminated need for receptionist.
  • Provided unified call functionality between two sales offices with a more professional company image.
  • 50% increase in overall sales.

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